As for the IVR , here are the functionalities that ACD can provide depending the licensed package:
- Basic call routing and queuing like conditional routing and agent selection. In other words , CSQ as a pool of agents or directly to a specific agent.
- Routing based on skills and compentencies
- Agent routing based on ready state
- Capability to dynamically modify and apply CSQ skills and compentencies
- Prioritized queuing based on customer data
- Customizable scripting
- Historical reporting
- CAD : Tools for agents to login/logout of the IPCC and perform tasks as controlling ACD state, controlling calls,displaying information and statistics.
- IP Phone Agent (IPPA) : XML application which runs on IP Phone and permits the same as the CAD
- Cisco Supervisor Desktop (CSD) : Allows supervisors to view and change agent state, to monitor calls, to record calls and send messages.
Hi Oliver,
I am new administering UCCX here is my support request.
From February 3rd 2014, 9am CET time, the CSR Spanish support (option 1 in the Spanish IVR) will be provided by the PSRs in Manila. The team that will have to receive the calls of option 1 is the same supporting the option 2-3 (PSRs)
Right now the option 1 of the Spanish IVR is routed to the Capgemini team in Poland
Please make the necessary adjustments to have option 1 fully routed to the PSR Spanish queue at 6.15pm CET on Jan 31st at 6.05 pm
Looking forward to hearing from you
Thanks,
Dennis